Have questions about using the Venmo payment method? We have answers!
As you start to use Venmo, we wanted to share a few frequently asked questions (and their answers!) to help you troubleshoot with donors and get the information you need.
Will Venmo gifts be different from PayPal gifts in reporting?
Venmo gifts will appear with a “card_type” of “Venmo” in your reporting. All other aspects of the reporting and deposits will be the same. PayPal and Venmo gifts will be deposited as part of the same deposit.
How do I see which gifts were made via Venmo?
You can see a breakdown of payment options in the Statistics tab, but also you will see “Venmo” as the “card_type” in your donation reports to see it on a donation by donation basis.
Why is Venmo not showing up when making a gift?
If on a mobile device, the donor will want to make sure their default browser is set to the device’s native browser - Safari for iOS devices (iPhones) and Google Chrome for Android devices and use that browser when making their gift through Venmo.
If they are on their mobile device and it still is not showing up, the user is likely accessing the form on a non-native browser. When accessing via Chrome or via Facebook/Instagram, the Venmo option will not appear.
Why is the Venmo gift not going through?
If the user is utilizing the native browser on their mobile device and still running into issues witth the Venmo payment option, it could be that the user does not have the latest version of Venmo installed on their phones. The version of Venmo that supports the type of Venmo integration we’re using has been out since early February 2021, but users who irregularly update the apps on their phone and are using an older version may not have the expected experience. This will become less and less common as time passes as a significant percentage of the users will have updated their Venmo app.
What happens if a donor selects Venmo, but does not have the Venmo app?
If a user attempts to pay with Venmo, but does not have the Venmo app on their device, they will be prompted to make their payment via PayPal.
Who should we contact if there are questions about Venmo?
The best way to get questions answered quickly is email support@givecampus.com! We have staff focused on support exclusively throughout the week, and they will loop in our Product team if there are any questions that need to be escalated. If you’re able to confirm that the user is on a native browser, is using the most recent version of Venmo, and provide a screen recording of the experience, that will assist our teams to investigate your situation more quickly.